Customer Service Co-Ordinator

PURPOSE OF THE JOB:
To be responsible for the internal and external workflow of the order to cash process while providing our customers (internal and external) one single point of contact for all issues concerning the FMCG Company and POS/Visit material.
This position plays a key role in delivering on the customer service expectations to all their clients.

KEY RESPONSIBILITIES

#MANAGING ALL ORDERS, CREDITS, COMPLAINTS AND QUERIES TO COMPLETION
Timeous Order processing for finished goods to end customer.
Resolving all queries relating to orders, outstanding invoices, short picked orders, NDD exceeded, open orders, late deliveries, EDI errors etc.
Daily interaction with Demand & Supply Planner to ensure adequate stock cover per region.
Daily review of outstanding orders report to ensure delivery on time.
Review all DP orders placed for the week, bookings for customers confirmed, correct delivery address for internal
customers, orders allocated in full and from correct warehouses & plants.
Deleted orders, inform KAM’s and customers and enquire if they will reinstate the orders.
Key user for Operations department in information throughput on sales, distribution and material management information.
Key point of contact between 3PL service provider and customers (internal and external).
Manage the returns logistics with 3PL on approved uplifts and credits timeously.

#CONTROL THE OTI CYCLE WITHIN THE OPERATIONS PARAMETERS
Ensure stock cover visibility at SKU level per plant.
Full visibility on all inbound GIT on FG.
Creation and update of relevant master data for customers related to Finished Goods (SAP).
Monitoring consignments in system – create visibility on FG to business units.
Enforce group guidelines and SOP’s at logistic partner, DP level, and with internal customers.
Accurate and timeous processing of relevant documentation as per customer specific and legal requirements.
Monitor price discrepancies of orders and update records accordingly.
Ensure correct deals and discounts loaded per customer.

#QUALITY MANAGEMENT
Handling all product damage claims arising from product movement. Includes processing, reporting and claims management, processing credits and good stock returns.
Logging customer complaints with HQ.
Weekly tracking of stock age and highlighting risks.
Report, monitor and track destructions and warehouse damages.
Ensure compliance to Consumer Protection Act.
Responsible for the monthly Operations quality report.
Timeous collection and sending of product samples to head office quality
Conduct stock takes in regional warehouses if required.

#REPORTING AND IMPROVEMENT PROCESSES
Analysis of efficiencies in the operations area. Internal  and external benchmarks to ensure appropriate and best in class.
Manage relationships via SLA’s and regular KPI performance reviews.
Report and track all additional costs which relate to customer service functions.
Report on all open orders and other reports impacting SAP.
Conduct and report on Finished Goods – and POS stock reconciliations.

EDUCATION AND QUALIFICATIONS
A tertiary qualification that supports customer relationship management preferred, or one which supports a good understanding of standard business practices (B.Com).
Computer literacy (MS Office).

EXPERIENCE
Minimum 2 to 3 years' experience in an order management environment.
Exposure to a fast paced FMCG environment would be advantageous.
Handling high call volumes and requests in a pressurized environment.
SAP ERP experience would be advantageous.

KNOWLEDGE AND SKILLS
Excellent written and verbal communication skills.
Excellent administrative and time management skills.
Customer-oriented focus and good at relationship building.
The ability to function independently, in a team and under pressure.
Accuracy, innovation and results driven focus with an attention to detail paramount.
An understanding of warehousing and distribution practices would be advantageous.
Project management skills.